Principal Product Manager (Voice AI)

Role Overview

Lead the conversational core of ServiceNow’s Voice AI platform as a Principal Product Manager (Voice AI). The platform is already in production with enterprise customers and is scaling rapidly. You will own key product missions spanning dialog quality, model evaluation, roadmap strategy, and customer enablement.

Key Missions

• Own the conversational core of the Voice AI platform, with focus on:
  • Dialog quality
  • LLM selection
  • Evaluation methods and performance measurement
• Shape the roadmap for voice-to-voice model integration and deployment, ensuring alignment with fast-moving technology.
• Drive customer enablement, helping enterprise customers design, ramp, and operate their own voice agents.

Requirements

• Deep experience in LLM evaluation for conversational/voice use cases.
• Proven AI customer enablement background (helping enterprises design and launch solutions).
• Experience defining voice-specific evaluations, including:
  • Task completion
  • Latency
  • Transcription accuracy
  • Interruptions
  • Conversational quality
• 8–10+ years of product management experience, with recent hands-on shipping of voice AI products in the last 12–18 months.
• Telephony fluency with platforms and concepts such as:
  • SIP, call transfers
  • Amazon Connect, Genesys, Twilio, or similar CCaaS platforms
• Track record of 0→1 innovation from early product through scale.
• Strong technical fluency across the voice stack and real-time interaction characteristics:
  • ASR, TTS, speech-to-speech
  • Streaming, latency, endpointing
  • Barge-in, turn-taking, noise handling
• Experience with telephony and real-time media signaling in a Voice AI context.

Nice-to-Haves

• (Implied) Very strong technical background in conversational AI and real-time systems.